OneSource Virtual (OSV) is a leading provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, dedicated to transforming HR, payroll, and finance services. The Manager of Customer Success will lead a team of Customer Success Managers, driving customer engagement strategies and ensuring satisfaction and retention while identifying growth opportunities within the customer base.
Responsibilities:
- Ensure team members are managing the customer lifecycle from onboarding through renewal and growth for all OSV services: Payroll, Tax, Garnishments, Benefits, Finance and Accounting Services
- Create engagement frameworks that promote proactive value delivery, service adoption, and customer advocacy
- Partner with Service Delivery, Product, and Sales teams to ensure a cohesive and consistent customer experience
- Manage and develop a high-performing team of CSMs supporting customers of all sizes from SMB through enterprise
- Establish performance expectations and drive accountability through coaching, KPIs, and career development planning
- Foster a culture of customer-centricity, collaboration, and continuous improvement
- Monitor and manage customer health using tools such as Planhat, Salesforce, and NPS data
- Guide the team in identifying risk signals and implementing strategies to increase customer satisfaction and reduce churn
- Ensure customer feedback is captured and communicated internally for continuous service optimization
- Drive adoption of customer success processes and technologies to enhance operational efficiency and customer visibility
- Standardize customer journey touchpoints, e.g., onboarding, customer interactions by segment, Executive Business Reviews etc
- Report on customer trends, retention metrics, and CSM effectiveness to executive stakeholders
- Act as a senior contact for escalated accounts and critical service discussions
- Participate in Executive Business Reviews for strategic customers and coordinate executive sponsor involvement, where applicable
- Support Voice of the Customer programs and drive customer advocacy initiatives
- Collaborate with the Renewals and Customer Base Sales team to ensure timely and successful renewals and expansion opportunities
- Collaborate with CSMs to identify expansion opportunities, including cross-sell, upsell, and service adoption initiatives
- Track and report on revenue performance, including renewal rates, customer growth trends, and churn prevention metrics in your book of business
- Serve as a key partner in annual account planning and strategic revenue initiatives for the customer base
Requirements:
- 7+ years in customer success, account management, or managed services leadership, preferably in SaaS or BPaaS environments
- 5+ years of people management experience, leading CSMs or account-facing teams
- Deep understanding of Workday or comparable enterprise platforms and service delivery models
- Experience with customer success tools and platforms, Salesforce, and customer analytics
- Strong strategic thinking, communication, and cross-functional leadership skills
- Proven success managing renewals, revenue retention, and account expansion across a complex service portfolio